Incident Management user roles

There are specific roles associated with Incident Management. Service Manager uses role-based permissions to enable you to complete a task that is appropriate to your role. System Administrators manage and assign these permissions.

The Incident Management module has the following user roles:

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Role	Responsibilities
Operator	Register incident based on an event and assign to the correct support group.
Incident Analyst	Review and accept or reject assigned incidents. Investigate and diagnose the incident. Document incident resolution or workaround in the Service Management application. Implement incident resolution. Verify that the incident is resolved and close the incident.
Incident Coordinator	Review and accept or reject incidents assigned to the support group. Handle incidents escalated by an Incident Analyst of the support group. Monitor Operational Level Agreements (OLA) and Underpinning Contracts (UC) targets of the support group.
Incident Manager	Handle incidents escalated by the Incident Coordinator or by the Service Desk Agent. Determine and execute the appropriate escalation actions. Request an Emergency Change if required.
Service Desk Agent	Open interactions based on contact with the user Match user interaction to incidents, problems, known errors, or knowledge documents Solve and close interactions Provide status updates to users on request Register incidents based on user interactions and assign them to the correct support group Register requests for change, based on user interactions Register service requests, based on a user interactions Validate solutions provided by support groups Report and verify solution to users Monitor the Service Level Agreement (SLA) targets of all registered incidents and escalate the incidents if required Communicate service outages to all users
Service Desk Manager	Handle incidents that are categorized as Complaints.

Role

Responsibilities

Operator

Incident Analyst

Review and accept or reject assigned incidents.
Investigate and diagnose the incident.
Document incident resolution or workaround in the Service Management application.
Implement incident resolution.
Verify that the incident is resolved and close the incident.

Incident Coordinator

Review and accept or reject incidents assigned to the support group.
Handle incidents escalated by an Incident Analyst of the support group.
Monitor Operational Level Agreements (OLA) and Underpinning Contracts (UC) targets of the support group.

Incident Manager

Handle incidents escalated by the Incident Coordinator or by the Service Desk Agent.
Determine and execute the appropriate escalation actions.
Request an Emergency Change if required.

Service Desk Agent

Open interactions based on contact with the user
Match user interaction to incidents, problems, known errors, or knowledge documents
Solve and close interactions
Provide status updates to users on request
Register incidents based on user interactions and assign them to the correct support group
Register requests for change, based on user interactions
Register service requests, based on a user interactions
Validate solutions provided by support groups
Report and verify solution to users
Monitor the Service Level Agreement (SLA) targets of all registered incidents and escalate the incidents if required
Communicate service outages to all users